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Customer Experience Specialist
4 months ago
Flock Safety provides the first public safety operating system that empowers private communities and law enforcement to work together to eliminate crime. We are committed to protecting human privacy and mitigating bias in policing with the development of best-in-class technology rooted in ethical design, which unites civilians and public servants in pursuit of a safer, more equitable society.
Our Safety-as-a-Service approach includes affordable devices powered by LTE and solar that can be installed anywhere. Our technology detects and captures objective details, decodes evidence in real-time, and delivers investigative leads into the hands of those who matter.
While safety is a serious business, we are a supportive team that is optimizing the remote experience to create strong and fun relationships even when we are physically apart. Our flock of hard-working employees thrive in a positive and inclusive environment, where a bias towards action is rewarded. Flock Safety is headquartered in Atlanta and operates nationwide. We have raised over $380M in venture capital including a recent Series E round led by Tiger Global. Now surpassing a 4B valuation, Flock is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years.
The OpportunitySpecifically seeking individuals willing to work Mon-Fri 9am-5pm PST / 12pm-8pm EST OR ~5am-1pm PST / 8am-4pm EST
This is a fully remote position, so exemplary time management skills, the ability to manage multiple tasks at once, critical thinking, a desire to solve customer problems, and effective communication throughout the customer experience are all key components to being successful in the role.
How you’ll make an impact:
Become an expert on all things Flock Safety, serving as a valuable resource for current and prospective customers alike
Provide quick, friendly, and high quality assistance to all customer types via phone, live chat, and email
Empower our customers by sharing tips and best practices on how to effectively use our software
Partner with the Product, Engineering, Operations, Sales, Project Management, and Customer Success teams to tactfully resolve escalated situations
Make recommendations to the Flock Safety product to magnify your impact and drive change across the network
Contribute to the Flock Safety Customer Help Center to help reduce the need for customers to contact us in the first place
Have demonstrated excellence in customer-facing roles for 2+ years
For example, current members of the team have prior experience as 911 dispatchers, technical support, and in the hospitality industry
Are comfortable supporting customers through a variety of contact channels, including phone, chat, and/or email -- bonus points for experience with Salesforce or similar tools
Have excellent written and verbal communication skills
Have experience troubleshooting technical software and finding creative solutions
Embrace change and know how to maneuver around challenges and ambiguity
Have the ability to work independently, prioritize and manage multiple tasks, and clearly communicate necessary information to customers and internal teams
Can provide clear examples of delivering exceptional customer service while working efficiently
Are willing to work ~ 9am-5pm PST / 12pm-8pm EST while also having flexibility with their working schedule (potentially some evenings/weekends) - to be discussed during interview process
Feeling uneasy that you haven’t ticked every box? That’s okay; we’ve felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.
90 Days at FlockWe are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired as a Customer Experience Specialist at Flock Safety.
The First 30 Days
Start to learn your role along with systems and tools necessary to complete required responsibilities
You will listen in on phone calls and respond to customers via email while asking for approval before making changes/sending responses
You will now take any case, including more advanced ones as you will now be more familiar with the system and tools
Continue meeting with Culture Carriers and VPs
The First 60 Days
Continue to expand FlockOS knowledge
Potentially begin answering Inbound Sales line calls, based on demand
Answer more emails per day as you become more familiar with common issues and troubleshooting
Contribute to established knowledge bases
Be self-sufficient and maintaining your own personal queue as well as keeping up on any ongoing cases with other internal teams
90 Days & Beyond
You should be very familiar with the software and hardware to the point that you can answer internal questions in Slack help channels
You should be proposing improvements that could be made for a better customer experience or personal projects
If needed, you will also begin working on incoming chats from the website
Weekly progress reports should show that you are performing at a high standard around the same level as other existing CX Specialists
We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.
Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are.
The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field.
Peer/Panel Interview: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values.
